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itel · 2 days ago

Customer Experience Representative

United States

Part-time

Remote

Entry Level

1+ years exp

Itel is a company focused on customer service, and they are seeking a Customer Experience Representative to act as a liaison between customers and partners. The role involves providing timely assistance, resolving issues, and ensuring a positive customer experience in a fast-paced environment.

Financial ServicesInsuranceProperty ManagementReal Estate

Hiring Manager

Joseph Kapusta

Responsibilities

Responds efficiently and accurately via phone, email and CX chat groups to customer inquiries, providing solutions and ensuring that they feel supported and valued

Handles high volumes of inbound and outbound customer calls related to but not limited to building material testing status and results, providing first-call resolution and customer satisfaction

Resolves customer issues and complaints effectively and efficiently to ensure contractual service levels (SLAs) are met

Maintains accurate records of customer interactions and transactions

Recognizes both basic and advanced problems, conducts research, provides resolution and follows up with customers in a timely manner to ensure an outstanding experience

Helps customers use, understand, and get the most out of itel’s products and services

Escalates any concerns as applicable to the appropriate resource or manager

Documents customer interactions and notifies management of any emerging trends

Promotes a positive and productive environment, supporting teamwork and communication

Qualification

Customer service experienceMicrosoft Office SuiteSalesforceGenesysChat platformsBilingual (English/Spanish)Cultural competenceTime managementDecision-makingOrganizational skillsInterpersonal communicationTeam playerAdaptability